Delivery

• ¿Cómo sigo el estado del pedido?

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  If you have placed the order with more than one item, you can receive them at different times.

  Follow all delivery of your order through the website or app. See how:

  1) Login;

  2) Click on "My Orders";

  3) Locate the order you want to follow and click it. If there is more than one delivery available to your order, select the delivery you want to follow.

  Every status change that occurs on your order will be updated on this page. You will also receive an email containing status updates.

  ATTENTION: Due to the current scenario, we emphasize that our operation is acting with reduced times and, consequently, larger delivery times.

• What is the delivery time for my region?

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  The delivery time may vary by region and the chosen product (s).

  To consult the delivery time of the product (s) for your region, click on the "delivery time" field, located on the right side of the photo; and enter your zip code. Then just click "Ok". IMPORTANT: Delivery deadline begins to be counted 1 business day after payment confirmation.

  ATTENTION: Due to the current scenario, we emphasize that our operation is acting with reduced times and, consequently, with larger delivery times.

• What is the delivery time of orders?

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  Orders made at the Nerdverse Virtual Store are delivered from Monday to Friday, from 8am to 9pm, and, exceptionally, on Saturdays.

  ATTENTION: The delivery time is now counted from the payment confirmation. To track the status of your orders, click "My Orders", locate the order you want to follow and click it. Every status change that occurs on your order will be updated on this page. You will also receive an email containing status updates.

  ATTENTION: If your order is placed with more than one delivery, you can receive it at different times.

• My order was canceled without my consent. What there was?

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  We are very sorry that this happened. It is possible that one or more parts of your order are not available in our stock.

  In this case, you will receive an e-mail with all the information and an automatically generated Voucher linked to your CPF. The deadline for use is 180 days from the date of creation and can be used in our virtual or physical store.

  If you have any questions, please get in touch with our Customer Service Center through our chat, email or telephone: 3004 5030 (capitals and metropolitan regions) 0800 725 0025 (Rio de Janeiro)Open hours Monday to Saturday from 8 am to 10 pm, except Sundays and national holidays.

• What should I do if I receive an incomplete order?

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  In case of receiving an incomplete order, please check that the delivery date of all products is the same. You can consult the delivery dates of all the products in your registration, clicking on the "My Orders" menu on the website.

  We recommend that, when you receive the order, you check if the packaging has been violated. If yes, refuse receipt. If you have already received the order, please contact our Call Center.

  If the packaging is intact, but the order still arrived incomplete, there may have been some inconsistency in our stock at the time of picking the goods. In this case, we will generate an Exchange Voucher in the value of the missing product(s) for you, and we will send the information to your e-mail.

  If you do not want the Exchange Voucher and choose to cancel the item(s) in question, please contact our Customer Service Center via Chat (click here), E-mail (click here) or by Phones: 3004-5030 (capitals and metropolitan regions) and 0800 725 0025 (State of Rio de Janeiro). Opening hours are from Monday to Saturday, from 8 am to 8:30 pm. Except national holidays.

• If the order is not delivered due to absence, how many attempts will be made?

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  If your order is not delivered due to the recipient's absence, we will make 3 delivery attempts to the same address. After the third attempt, your order will be returned to our Distribution Center.

• If the order is not delivered due to absence, how many attempts will be made?

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  If your order is not delivered due to the recipient's absence, we will make 3 delivery attempts to the same address. After the third attempt, your order will be returned to our Distribution Center.

• Can I pick up my order from the carrier?

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  No. For your security, your order cannot be picked up from the carrier. However, you can follow the progress of your order through the website or APP, on the "My Orders" page.

• After completing the order, can I change the delivery address?

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  No. It is not possible to change the delivery address after placing an order. This is an anti-fraud prevention measure that we adopt.

• Will orders sold and delivered by Partner Stores be affected?

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  You will receive your order normally if you have received the Order Confirmed email

• Can the order be delivered to third parties?

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  The order can be delivered to third parties, provided they are over 18 years old and present an original document with a photo. At the time of delivery, the person responsible for the receipt must identify himself, present his identification document, degree of proximity and sign the receipt. In case of need, proof of delivery can be requested by our Call Center through the telephones: 3004 5030 (Capitals and metropolitan regions) or 0800 725 0025 (State of Rio de Janeiro).

  Attention: Telephone service hours are from Monday to Saturday, from 8:00 am to 8:30 pm. Security tips: Allow only people you trust to receive the order, make sure that the packaging of your order is not violated, and check the items received and the invoice that accompanies your order.

• Are the orders sent with the Invoice? I have not received my Invoice.

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  You can download your Invoice through our website or APP. Simply access the My Orders menu, locate the desired order and use the 2nd COPY NF-E option. 😉

  The invoice is also forwarded to you by email, even before your order is shipped. 📩

• I requested cancellation, will the refund period be met?

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  If the cancellation process has been completed, the chargeback will be processed normally.

• Can I indicate a different address in case of delivery as a gift?

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  Yes. However, it is possible to indicate only one delivery address for all items in the SHOPPING BAG. Therefore, if you are purchasing other items that will not be shipped to the same address, please perform different purchases and checkouts.

  If the person who received the gift wants to exchange and/or return it, they must follow the procedures explained in Exchanges and Returns.

• What is the shipping cost to my region?

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  Shipping costs may vary depending on the region and the product(s) chosen. To check the shipping cost of the chosen product(s) for your region, select it(s) and click "Checkout". In the "Delivery" step, when selecting the delivery address, the shipping cost for each chosen product will be detailed. Enjoy! We are currently offering Free Shipping for orders with the Pick Up in Store option, see regulations below:

  Regulation - Website:

  Free shipping valid for orders placed with the 'Pick up in store' modality on the websites nerdverse.com.br: check the available store closest to you. For other delivery methods, check the Shipping cost on the order completion page. Purely illustrative image. Nerdverse reserves the right to modify, adjust and/or change advantages, benefits at any time without the need for prior notice.

  Regulation - APP:

  Free Shipping valid for orders placed with the 'Pick Up in Store' mode on the websites nerdverse.com.br, being validated automatically on the order completion page. Purely illustrative image. Nerdverse reserves the right to modify, adjust and/or change advantages, benefits at any time without the need for prior notice.

• The ticket period has expired. Can I get a new payment date?

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  If you are unable to make the payment by the scheduled date, the day after the due date, we will send you a bill with a new date for payment. You can also make a new purchase through our website, WhatsApp through the number 51 3921-4004 or through physical stores.

• How does the Pick up in Store delivery method work?

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  Collect in Store is the modality in which you choose one of our physical stores to receive your orders.

  To choose this pickup option, at the time of order completion, after confirming the delivery address, select the shipping method “Pick up in Store” and choose the store where you want to pick up your order. After that, proceed to checkout your order.

  Attention: After completing the order, it is not possible to change the store or the delivery address. You will receive an email when your order is available for pickup. Wait for this communication before heading to the chosen store. And remember to bring your original document with a photo and the order number you want to pick up, sent by email and/or SMS. The deadline for withdrawal is up to 10 (ten) calendar days, counting from the date of receipt of the availability email for withdrawal. After this period, your order will be returned to the Distribution Center.

  For more information, please contact our Customer Service Center by calling 3004 5030 (Capitals and metropolitan regions) or 0800 725 0025 (State of Rio de Janeiro).

• Can delivery be made to PO Box?

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  No. In situations where the delivery address is registered as a PO Box, the order will be returned to our Distribution Center

• To pick up my order at the store, what documents do I need? Could someone else pick it up for me?

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  It is necessary to bring an original document with a photo and present the order number. If you want someone else to withdraw your order, you just need to present an original document with your own photo and an original document with a photo of the holder of the order, together with the order number received via email and/or SMS.

  Attention: When your order is available for collection, you will receive an email and/or SMS informing you. Wait for this confirmation.